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Closed ATM View - ATM000054
Employee Assistance Program for the GBRMPA
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ATM000054
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Great Barrier Reef Marine Park Authority
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80110000 - Human resources services
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14-Mar-2022
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QLD
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Request for Tender
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No
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No
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No
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The Great Barrier Reef Marine Park Authority (the Customer) is a dispersed organisation with a large geographic footprint. Offices are maintained in Townsville, Cairns, Canberra, Gladstone, Mackay, Yeppoon and Airlie Beach. The organisation is culturally diverse and a provider must also demonstrate cultural competency in order to engage with first nation's staff.
The Customers Employee Assistance Program provides services to the Authority's 250 staff in 3 x principle tiers; Core Counselling Support, Capability Development and Organisational Support and Ancillary Services.
The Potential Supplier (Supplier) must be capable of providing the following services which may be required by the customer:
Tier 1 services: Core counselling support:
1. Professional short-term counselling
1.1. The Supplier will provide professional and confidential short-term counselling services as required.
1.2. Counselling may be sought for a range of personal or work-related issues or goals including, but not limited to:
1.2.1. Job related concerns (e.g. timelines, demands, job security)
1.2.2. Interpersonal conflict and communication challenges
1.2.3. Organisational change
1.2.4. Emotional reactions, stress, anxiety, depression or other mental health concerns
1.2.5. Alcohol, substance abuse or other addictions
1.2.6. Career support (e.g. job interview techniques, career counselling)
1.2.7. Physical health
1.2.8. Relationships and/or family matters
1.2.9. Grief and bereavement
1.2.10. Financial matters
1.2.11. Legal concerns
1.3. Options for counselling delivery will be given to employees including in person, telephone, video (or similar) and live chat (or similar).
1.4. Employees will be eligible for 6 initial counselling sessions, each of one hour durations, per financial year.
1.5. Where required, the Customer may approve additional EAP sessions at its discretion for individuals needing support who have used all their allocated counselling sessions within the financial year.
1.6. If a client requests additional sessions beyond their allocation, the Supplier can make a recommendation to the Customer if the treating clinician considers additional sessions are required. The Customers Contract Manager will then consider if additional sessions should be approved.
1.7. If it is evident that the employee's presenting issues are beyond the scope of EAP intervention, the Supplier will arrange a referral option to other appropriate health professionals (at the employee's cost). The Supplier will ensure that there is an appropriate handover and transition for the employee following this referral.
1.8. The same professional short-term counselling service for employees will also be offered to employees' immediate family members including
1.8.1. A partner, child, parent, grandparent, grandchild or sibling of the employee;
1.8.2. A child, parent, grandparent, grand child or sibling of the partner of the employee.
1.9. An appropriately qualified and experienced clinician will assess the appropriateness of counselling for children and if so, whether sessions will be with the child alone, with the child's parent(s) in attendance or a combination of this.
2. Manager and HR assist
2.1. The Supplier will provide professional advice or debriefing to managers and human resources staff of the Customer to assist them in developing strategies to deal effectively with the range of complex people-related issues and situations arising in their roles as required.
3. Emergency counselling
3.1. The Supplier will provide immediate counselling to employees in emergency situations as required i.e. where there is a potential or actual immediate risk to an employee's wellbeing and time critical intervention is required. Situations may include, but are not limited to: suicide ideation, serious and immediate threat of injury to employee or other employees or family and domestic violence.
3.2. Where an unmanaged and/or residual risk exists for an employee following emergency counselling, the Supplier will seek assistance from emergency and other mental health support services as required for the circumstances. The Supplier will notify the Customer's Contract Manager and other nominated representatives from the Customer immediately where required.
4. Critical incident services
4.1. The Supplier will provide support services to individual employees or groups of employees following a critical incident that comply with Australian Guidelines for the Prevention and Treatment of Acute Stress Disorder, Post traumatic Stress Disorder and Complex PTSD following a sudden or unexpected event that may lead to employee trauma. Examples include but are not limited to, expected or unexpected death of an employee, major accident, natural disaster, and witnessing a fatality.
4.2. If it is evident that an employee requires additional support, the clinician will discuss appropriate support options available to the employee and/or seek emergency support as required.
4.3. Where the Customer's Contract Manager or other nominated representative notifies the Supplier of a critical incident, the Supplier will submit an initial critical incident management plan to determine the most appropriate, evidence-based course of action for the situation to the customer's notifier.
4.4. In-person critical incident support will be provided within the nominated service standard and within, a timeframe to be determined by the Customer. Post the provision of critical incident services, the Supplier will provide a report detailing the nature of the incident, the service/s provided, the outcome, and recommendations for further actions the Customer should take.
5. Cultural sensitivity and diversity support
5.1. The Great Barrier Reef Marine Park Authority proudly provides an inclusive and supportive environment for its diverse workforce. Accordingly, the supplier must demonstrate experience in, and a commitment to, providing the services to individuals from diverse groups, this includes but is not limited to, the LGBTIQ+ community, people with disability, people from culturally and linguistically diverse backgrounds and Aboriginal and/or Torres Strait Islander people.
5.2. When booking appointments, employees or their family members will be advised by the supplier they have the option to request clinicians with specialised expertise, training, and an understanding of the unique challenges faced by individuals from diverse groups within the workplace.
Tier 2 services: Capability development and organisational support:
6. Education/training sessions
6.1. The Supplier will provide regular education and/or training sessions for employees and/or teams.
6.2. The sessions will cover a range of range of topics relevant to employee wellbeing, and issues faced in the workplace including but not limited to, managing challenges in the workplace, communication, resilience, dealing with difficult people, domestic violence, adapting to change, and working well with others. These sessions may be delivered face to face or remotely via a technology based solution. The sessions are scheduled monthly in Cairns and Townsville.
6.3. As an adjunct to the group activity the Supplier will provide onsite Wellness one on one mentoring on a fortnightly basis in Cairns and Townsville respectively. Wellness one on one mentoring sessions will be of 60 minute durations, and conducted either face to face or using remote means. The supplier will run a clinic for wellness mentoring for 4 hours once every 14 days in core business hours.
7. Reporting
7.1. The Supplier will submit de-identified reports, on a quarterly (or as requested) basis to the Customer regarding utilisation of services and identification of emerging organisational trends and issues identified through EAP usage, commencing within a nominated period of contract activation.
7.2. The report will include categories such as:
7.2.1. Number and percentage of employees accessing counselling
7.2.2. Utilisation rate with comparisons to other public sector/government, private sector and nationally
7.2.3. Business unit
7.2.4. APS classification
7.2.5. Age range
7.2.6. Gender
7.2.7. Nominated Customer site of employee
7.2.8. Employee type (casual, ongoing, non-ongoing, other, family member)
7.2.9. Mode of delivery (telephone, in person, video (or similar), live chat (or similar))
7.2.10. Categories describing the reason for counselling
7.2.11. Average number of counselling sessions per employee.
7.2.12. Total number of appointments
7.2.13. Number of new vs. continuing cases
7.2.14. Work-related issues vs personal issues
7.3. Number and types of different services utilised including:
7.3.1. Type of service
7.3.2. Number of employees who utilised the service
7.3.3. APS classification of attendees
7.3.4. Delivery locations/sites
7.3.5. Business unit
7.3.6. Mode of delivery
7.4. Reason for service request:
7.4.1. Overview of emergency counselling provided to employees, and outcomes of such counselling sessions.
7.4.2. Overview of critical incident services provided and any follow-up work.
7.4.3. Performance against each service standard, and explanation in the event that standards were not met.
7.4.4. Breakdown of employee feedback about EAP services including summary of client feedback questionnaires.
7.5. EAP trend, hotspot or issue analysis, including:
7.5.1. Trends, hotspots or issues that have been identified for the Nominated Agency or more broadly across industries and the public sector,
7.5.2. Recommendations of any actions the Nominated Agency should undertake to address such trends or issues.
7.6. Issue Management Reporting: Detailing areas such as but not limited to:
7.6.1. Types of issues and complaints
7.6.2. Number of issues, location of and complaint details
7.6.3. Outcomes of issues and resolutions (if any)
7.7. Details of any changes in EAP personnel and/or subcontractors providing counselling services.
7.8. The Supplier will submit quarterly and annual (by financial year) reports aggregating the data for each respective period with the same reporting requirements as the monthly reports if requested by the Customer.
7.9. Reports delivery timeframes will be set by the Nominated Agency in an electronic format to be determined by the Customer's Contract Manager (e.g. PDF).
7.10. The Supplier may also be required to submit the raw de-identified data referenced in the report in electronic format/s determined by the Customer's Contract Manager (e.g. Excel). Data should be for the relevant period and year-to-date.
7.11. The Supplier will work with the Customer's Contract Manager to interpret reports, and provide the required intelligence to inform decision-making within the Agency.
7.12. The Supplier will provide data or reports on an ad-hoc basis at the request of the Customer's Contract Manager.
8. Client feedback
8.1. Voluntary and anonymous questionnaires will be provided by the Supplier to employees following the use of any EAP services for the purposes of improving service delivery quality.
8.2. The aggregated results of the questionnaires will be incorporated into the monthly and annual reports provided to the Customer.
9. Customer / Relationship management
9.1. The Supplier will make available a single, dedicated Relationship Manager who will act as the sole conduit to oversee administration and management.
9.2. The Relationship Manager should have the relevant experience and expertise to support the delivery of all aspects of the arrangement which may include account management, finances, project management skills etc.
9.3. The Relationship Manager will facilitate monthly meetings, and where required, work closely with the Customer to manage the arrangement, resolve issues and complaints, monitor EAP utilisation, gather insight into Customer's wellbeing needs, and develop and review strategies to maximise the effectiveness and value-add of EAP services for the Customer.
9.4. The Supplier will make available their Head of Clinical Operations, or person of an equivalent role, to meet regularly with the Customer's Contract Manager to advise of any changes in counselling processes or issues/concerns that they are arising, or any other aspects that may be relevant.
10. Promotion of EAP services
10.1. The Supplier will develop and maintain a promotional strategy in collaboration with the Customer's Contract Manager recommending how the Customer's employees will be informed and educated about EAP services.
10.2. The Supplier will regularly provide promotional material to the Customer's Contract Manager at no extra cost to promote access details for EAP services (e.g. pamphlets, posters, business cards etc.), and will deliver an agreed quantity appropriate for the size and location of the Customer's workforce.
Tier 3 services: Ancillary services:
11. All Tier 3 services requests will be made as required by the Customer's Contract Manager or Nominated Customer representatives only.
12. Conflict resolution services
12.1. The Supplier will provide a conflict resolution service which may include mediation between employees on workplace issues.
12.2. Conflict resolution sessions exceeding a cumulative total of hours, as determined by the Customer, will require approval from the Customer's Contract Manager.
12.3. After a conflict resolution service is concluded, a report will be provided to the Customer with details including the nature of the issue, type of conflict resolution service, length of conflict resolution, outcome of the conflict resolution and any recommended actions for the Customer.
13. Psychological wellness checks
13.1. The Supplier will conduct interviews with individual employees or groups of employees who are identified as working in roles with higher risk of harm to their psychological wellbeing for the purposes of eliminating or mitigating any risk to their psychological wellbeing.
13.2. The length, modality and nature of this service will be standalone in person interviews for up to 1 hour.
13.3. The wellness check will be conducted by an experienced psychologist or social worker using psychologically robust and validated methodologies to assess the wellbeing of employee/s, identify potential mental health risks, and provide support to manage these risks.
13.4. If it is evident that the employee requires additional support, the clinician will discuss appropriate support options available to the employee and/or seek emergency support as required.
13.5. After the wellness check is concluded, an aggregated report will be provided to the Customer with details on any action that may be required to eliminate or mitigate risks to employees' psychological wellbeing in the workplace.
14. Leadership and executive support
14.1. The Supplier will conduct coaching services tailored specifically for leaders or executive employees in the Customer's Agency to enable leaders to self-care or enhance their leadership and people management practices.
14.2. Coaching will be for up to a 6 sessions to be determined by the Customer, per financial year, with any additional sessions subject to approval by the Customers nominated Contract Manager.
14.3. These sessions will be delivered by an appropriately trained and experienced clinician.
15. Career transition/restructure services
15.1. The Supplier will work with the Customer to design and/or deliver sessions to support staff going though restructures or job redesign initiatives, or who require outplacement or mobility support.
15.2. Sessions will be tailored to provide emotional and/or career support for staff to support people through the change, or enhance future employability or readiness for new roles.
15.3. Sessions will be delivered to individual employees or groups of employees, with the maximum number and length of sessions per individual to be determined by the Customers Contract Manager .
15.4. Group sessions will be delivered at Nominated Customer sites unless otherwise approved by the Customers Contract Manager.
16. On-site support
16.1. The Supplier will work with the Customer to provide on-site support to employees who have been exposed to difficult news or situations through the course of their work or community events, and additional, timely support if required.
16.2. Support will be delivered to individual employees or groups of employees, at a maximum of 2 sessions per individual.
16.3. Sessions will be tailored to the needs of the individual/s following the event.
16.4. If it is evident that an employee requires additional support, the clinician will discuss appropriate support options available to the employee and/or seek emergency support as required.
16.5. After the support concludes, an aggregated report will be provided to the Customers Contract Manager with details on any action that may be required to eliminate or mitigate risks to employees' psychological wellbeing in the workplace.
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As per attached Approach to Market Documentation.
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As per attached Approach to Market Documentation
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As per A.A.1 Key Dates and Times
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www.tenders.gov.au. Refer to A.A.4 Lodgement Method. Failure to abide by the mandatory lodgement method will result in the tender concerned not being considered for ATM000054.